Cherwell Service Management vs Kayako comparison

Ivanti and Kayako are both solutions in the Help Desk Software category. Ivanti is ranked #25, while Kayako is ranked #44. Ivanti holds a 0.6% mindshare in HDS, compared to Kayako’s 0.2% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 100% of Kayako users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

643 Views
250 Comparison Views

80% willing to recommend

Kayako

Read 1 Kayako review

99 Views
61 Comparison Views

100% willing to recommend

Cherwell Service Management

Kayako

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Cherwell Service Management and Kayako based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: April 2025).

Buyer's Guide

Help Desk Software

April 2025

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Helped 848,989 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Cherwell Service Management

Ranking in Help Desk Software

25th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (27th)

Kayako

Ranking in Help Desk Software

44th

Average Rating

8.0

Reviews Sentiment

5.4

Number of Reviews

Ranking in other categories

Shared Inbox (10th)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Cherwell Service Management is 0.6%, down from 1.0% compared to the previous year. The mindshare of Kayako is 0.2%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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reviewer1712472

Operations and Support Manager at a consultancy with 501-1,000 employees

Flexible, straightforward implementation, and helpful support

We are in the process of switching from Kayako to ManageEngine Desktop Central. We went through a full review of our service desk processing and one of the solutions we purchased was a ManageEngine Desktop Central. When we were looking at the integrations into the Kayako system and how it works, we found that ManageEngine Desktop Central did very similar things. It had better layers of classification, other templating, and additional features that we did not have with Kayako. Our service manager made the decision to switch at that time. My advice to others wanting to implement Kayako would be for them to plan out their service processes first, prior to trying to implement them in the tool. We made the mistake of jumping in too soon back 10 years ago. I started using it in a way that we could have tooled it in a different way to make it better. We could have had more implementation process information to make sure we received what we wanted to out of the solution. I rate Kayako an eight out of ten.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"All our activities are carried out in the one place."

"The most valuable features are problem management and change management."

"The dashboard and the reporting functionality are the solution's most valuable features."

"The dashboard is very useful to get a quick overview of current tasks."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."

Cons

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"Access is only available if we're on VPN."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"The stability, specifically in the on-premises deployment model, could be improved."

"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"Kayako is a highly affordable solution."

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Top Industries

By visitors reading reviews

Educational Organization

63%

Computer Software Company

Government

Healthcare Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Comparisons

ServiceNow vs Cherwell Service Management

Compared 100% of the time

More Cherwell Service Management Competitors

No data available

Product Reports

Buyer's Guide

IT Service Management (ITSM)

April 2025

Download Cherwell Service Management product report

Buyer's Guide

Help Desk Software

April 2025

Download Kayako product report

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

Kayako is a powerful customer service and support platform that gives your team the tools they need to communicate with customers across live chat, email, facebook and twitter.

Our approach brings every interaction your customer has with your business into Kayako and presents your agents with a comprehensive customer journey. This gives your team the context they need to immediately respond and support customers in a way that’s quick, accurate and personal.

Kayako is used by over 130,000 customer support pros in businesses of all sizes around the world, including Peugeot, NASA, Fedex, and GE.

Kayako

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace

Toshiba Canada, Disney, Avast, Namecheap, Texas Tech University

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: April 2025.

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